Mercedita Fernandez, director of housekeeping, The Ritz-Carlton, Dubai International Financial Centre.
MERCEDITA FERNANDEZ, DIRECTOR OF HOUSEKEEPING, THE RITZ-CARLTON, DUBAI INTERNATIONAL FINANCIAL CENTRE
ABOUT MERCEDITA
During her career with The Ritz-Carlton, Mercedita has assisted with hotel openings in Qatar, Moscow, China and Egypt. She jouned the Ritz-Carlton DIFC in 2010 as part of the preopening team and was awarded the J. Willard Marriott Award of Excellence by Marriott International. The award recognises 10 individuals per year from the company’s 325,000 associates worldwide, who excel in consistently demonstrating five key traits: achievement, character, dedication, effort and perseverance.
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WHY WAS HE NOMINATED?
Mercy achieved a perfect score in Marriott’s annual engagement survery of employees, with key drivers including leadership excellence, personal growth, quality of life at work, total rewards and teamwork. In line with her philosophy of nurturing in house talent, she has promoted seven team members over the last 12 months. She also streamlined the in room guest supplies process by removing all individual pantries for guest supplies on each floor to eliminate artificial shortages that showed up whilst unused stock was sitting in pantries.
WHAT DID HER TEAM SAY?
“Mercy is the embodiment of The Ritz-Carlton service values, and in the 15 years she has been with the company, she has consistently demonstrated excellence in terms of the work she delivers, the guest experience she provides and the emotional engagement she creates within her teams. She is passionate about her position, loved by her colleagues and continuously exceeds expectations of managers and guests. She is equally as devoted to a new housekeeping attendant as to long term team members. Mercy is a tremendous asset to The Ritz-Carlton, and an incredibly worthy winner of the J. Willard Marriott Award of Excellence, awarded to her earlier this year, and an outstanding representative for the region and the brand.” Pascal Duchauffour, area vice president, Europe, Middle East & Africa, The Ritz-Carlton Hotel Company
WHAT DID HER GUESTS SAY?
“I have been a resident of the Ritz Carlton DIFC now for three years, and have gotten to know Mercy both personally and professionally throughout this time. Mercy is an extraordinary and passionate person, and truly one of the strongest assets in the Ritz Carlton DIFC. She goes well beyond the call of duty every day, by not only making sure the hotel looks and "feels " its best, but by making sure each and every guest is comfortable and looked after. She has personally taken care of every detail in my room, and always thinks well beyond my expectations.” Thom Dean, CEO and founder, Focus 360 Arabia
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